About the project
Currently, we are looking for a Customer Service Representative for our key client, a fast-growing fashion accessories brand known for its stylish, high-quality designs and dedication to delivering an exceptional customer experience. With a loyal community and a reputation for excellence across all touchpoints, the company continues to expand its reach while maintaining a strong emphasis on personalized service and brand integrity.
We are looking for a Customer Service Representative to join their dynamic support team. This role involves managing customer inquiries across multiple channels, ensuring timely and empathetic responses. You will be responsible for handling inquiries across email, live chat, WhatsApp, and occasionally phone calls, using tools like Gorgias, Shopify, and Slack.
Your duties
As a Customer Service Representative, you will be responsible for:
- Handling customer inquiries via email, live chat, and WhatsApp in a professional, friendly, and efficient manner.
- Resolving issues such as order updates, returns, product questions, and delivery queries with a customer-first approach.
- Using Gorgias to manage and track support tickets, ensuring timely and effective resolution.
- Making edits to customer orders and performing backend tasks using Shopify.
- Collaborating with the internal team using Slack to escalate or coordinate on complex issues.
- Providing occasional support via phone, maintaining a clear, helpful tone.
- Maintaining high standards in written communication, aligned with the brand voice and tone.
- Proactively identifying recurring customer pain points and sharing insights with relevant teams.
Requirements
- 2+ years of experience in a customer service role (e-commerce experience preferred).
- Experience using Gorgias or similar help desk platforms.
- Familiarity with Shopify and Slack is highly desirable.
- Strong ability to multitask, stay organized, and work independently in a dynamic environment.
- A genuine passion for providing excellent customer service and enhancing the customer journey.
- English language Upper intermediate (B2) is a must.
Nice to have:
- Experience in the fashion or lifestyle e-commerce industry.
About team up
At Team Up, we empower top professionals to build remote careers with international companies, all while working from their homelands. Since 2020, we've connected over 500 talents with global companies, creating opportunities that bridge borders and fuel local growth. What began as a partnership between Georgia and Germany has now expanded to 7 countries, driven by a shared vision of connection, growth, and a better future for work.
Benefits and perks of remote career with Team Up
Everything you need to level up professionally and feel respected, cared for and valued
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